Ordering & Customization
How does the customization process work?
Simply choose your product, upload your pet's photo, enter your pet's name, and place your order. We'll create your personalized item using the details you provide.
What types of pets can be featured?
Most of our products can be customized for dogs, cats, and many other beloved pets.
Can you do cats?
Yes! Cats, dogs, bunnies, ferrets, any pet you're obsessed with, we can portrait. Life with Harper started with a dog, but we make portraits of every kind of beloved family member.
Can I add more than one pet to a design?
This depends on the product. If you would like multiple pets featured, please contact us before placing your order and we'll be happy to help.
Can I customize the pet name?
Yes. Most products allow you to add your pet's name as part of the design.
Will my design look exactly like the product photos?
Your final product will follow the same design style shown in our product images while featuring your own pet and customization details.
Can I order a portrait of a pet who has passed?
Absolutely. A lot of our most meaningful orders are memorial portraits, and we treat them with extra care. Just send us the best photo you have and a note about your pet, and we'll create something beautiful to honor them.
Photo Requirements
How does the photo upload work?
When you order, you'll be able to upload your pet's photo directly on the product page. We'll review it, create your watercolor portrait, send you a preview for approval, and then print and ship the final product. Easy as that.
What type of photo should I upload?
For the best results, upload a clear, well-lit, high-resolution photo where your pet's face and features are easy to see.
Can I get more than one pet on one product?
Yes! Multi-pet portraits are available on most products for a small add-on fee. Just leave a note at checkout with how many pets and we'll quote you back the difference. The result is one big watercolor with everyone in it.
What if my photo isn't great quality?
Don't worry, we can work with most photos. The clearer the face and the better the lighting, the more accurate the portrait. If your photo isn't quite right, we'll reach out and let you know before we start the artwork so you can send a different one. We'd rather get it right than rush.
Do pets need to look directly at the camera?
Not necessarily. However, clear visibility of your pet's face and features helps achieve the best results.
Production & Processing
How long does it take to get my portrait?
Custom portraits typically take 5-7 business days from order to ship. The watercolor artwork is created within 1-3 days, sent to you for approval, and then printed and shipped to your door. Need it sooner? Message us and we'll do our best.
Why does production take longer than regular products?
Each item is custom-made specifically for you and requires additional preparation before production.
Can I rush my order?
Please contact us before ordering if you need your item by a specific date. We'll do our best to assist.
Can I see the portrait before it ships?
Yes. Every customer gets a preview of the watercolor artwork before we print and ship. If anything needs to change, we'll adjust it. We don't print until you approve.
What if I'm not happy with the portrait?
If the artwork doesn't capture your dog the way you want, we'll redo it at no extra cost. Your approval is non-negotiable.
Shipping & Delivery
Do you ship internationally?
Right now we ship within the US only, but we're working on opening up international shipping soon. Join our newsletter to be the first to know when we expand!
How long does shipping take?
Custom portraits typically take 5-7 business days from order to ship. The watercolor artwork is created within 1-3 days, sent to you for approval, and then printed and shipped to your door. Need it sooner? Message us and we'll do our best.
Will I receive tracking information?
Yes. Once your order ships, you'll receive a tracking number via email.
My tracking hasn't updated. What should I do?
Tracking updates can sometimes take a few days to appear. If there are significant delays, please contact us.
What happens if I enter the wrong shipping address?
Please contact us immediately. If production has not started, we may be able to update your address.
Can I change my shipping address after ordering?
Address changes may only be possible before production begins.
Returns & Refunds
What's your return policy on custom items?
Because every item is custom-made just for you, we don't accept returns on personalized products. That said, if the artwork isn't right, we'll redo it. If there's a defect or shipping issue, we'll make it right. Your satisfaction is the whole point.
Can I return an item if I change my mind?
Unfortunately, personalized products cannot be returned due to a change of mind.
What if my item arrives damaged?
Please contact us within 7 days of delivery and provide photos of the issue. We will review the situation and arrange an appropriate solution.
What if I receive the wrong item?
If you receive an incorrect product, please contact us immediately so we can resolve the issue.
Can I cancel my order?
Orders may be cancelled before production begins. Once production has started, cancellation may no longer be possible.
Products & Quality
Are your products made to order?
Yes. Every item is created specifically for each customer.
Will colors look exactly the same as on my screen?
Due to differences in monitor and device settings, slight color variations may occur.
Are your products suitable as gifts?
Absolutely. Our personalized pet products make thoughtful gifts for birthdays, holidays, pet parents, and special occasions.
Do your products come with care instructions?
Yes. Care instructions are included within each product listing.
Are your products durable?
We carefully select quality materials designed for everyday use and long-lasting enjoyment.
Payments & Security
What payment methods do you accept?
We accept major credit and debit cards as well as other secure payment options available during checkout.
Is my payment information secure?
Yes. All payments are processed through secure payment providers and encrypted checkout systems.
Can I use a discount code?
Yes. Discount codes can be entered during checkout.
Do you offer first-time customer discounts?
Yes! New customers can enjoy 10% off their first order by joining our email list.
Contact & Support
How can I contact customer support?
You can reach us through our Contact Us page and we'll respond as soon as possible.
What if I have a question that isn't listed here?
We're always happy to help. Simply contact us and our support team will assist you.
Do you respond on weekends?
Response times may be slightly longer on weekends and holidays, but we'll get back to you as quickly as possible.